Grievance Redressal

Grievance Redressal Policy

Last Updated: October 25, 2026

At Sree Adithya Home Foods (SAHF Veg), we strive to deliver authentic taste, strict hygiene, and seamless service. In accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, we have established this Grievance Redressal Mechanism to ensure user complaints and disputes are addressed transparently, objectively, and promptly.

1. Grievance Officer Details

In compliance with applicable Indian laws, the designated Grievance Officer for SAHF Veg ( shafveg.com ) is:

Name / Title: Grievance Redressal Officer

Entity: Sree Adithya Home Foods (SAHF Veg)

Email: sahfveg@gmail.com

Subject Line Format: Grievance - [Your Order ID] - [Brief Issue]

Operational Base: Andhra Pradesh, India

Working Hours: Monday to Saturday, 9:00 AM – 6:00 PM IST (excluding national holidays)

2. Types of Grievances Covered

This mechanism addresses issues including:

Food safety, freshness, foreign objects, or packaging tamper issues.

Missing items, incorrect orders, or unfulfilled subscriptions.

Overcharging, payment deductions without confirmation, or refund delays.

Delivery personnel behavior or delivery protocol violations.

Data privacy, personal data update/deletion concerns, or unauthorized account access.

3. Grievance Resolution Workflow & Timelines

Step 1: Submitting Your Complaint

Send an email to sahfveg@gmail.com containing:

Registered customer name and contact phone number.

Order ID or Subscription Reference Number.

Date and time of order/incident.

Clear description of the grievance.

Supporting evidence (e.g., clear photos of food/packaging, payment transaction screenshots).

Step 2: Acknowledgment

The Grievance Officer will acknowledge receipt of your complaint with a unique ticket/reference number within 48 hours.

Step 3: Investigation & Redressal

The issue will be reviewed alongside kitchen records, packaging logs, or delivery tracking data.

A complete resolution or decisive status update will be provided within 15 business days from the date of acknowledgment.

4. Level-2 Escalation

If your complaint is not addressed within 15 business days or if you remain dissatisfied with the provided resolution, you may request an internal review:

Reply directly to the grievance email thread referencing your Grievance Ticket ID.

Mention "Escalation Request" in the subject line.

The matter will be reviewed by the executive management team for a final determination within 7 business days.

5. Jurisdiction

Any legal disputes that cannot be resolved through internal grievance redressal mechanisms shall be subject to the exclusive jurisdiction of the competent courts in Kadapa / Andhra Pradesh, India.